The Customer Service Excellence (CSX) Specialist is responsible for ensuring the effective execution and monitoring of service delivery activities, partnering closely with Supply Chain and cross-functional teams to fulfill customer and intercompany orders efficiently. This role drives operational excellence through proactive order management, data accuracy, continuous improvement initiatives, and collaboration across the organization, contributing to a seamless customer experience and supporting business growth and customer retention.
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Manage and execute complex service delivery activities with a customer-centric mindset, ensuring seamless order fulfillment without direct customer interaction.
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Create, modify, and monitor deliveries through automated and manual processes, including delivery block reviews, incomplete delivery management, and error log resolution.
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Prioritize and balance customer requirements with Supply Chain capabilities to ensure timely fulfillment of customer and intercompany orders while optimizing costs.
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Support the understanding of customer needs, market trends, and service challenges by providing accurate and relevant service delivery insights.
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Maintain high-quality data within CRM systems, supporting call planning, follow-up activities, and business development initiatives.
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Contribute to customer retention and business growth by delivering high-quality service and identifying opportunities to enhance the customer experience.
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Collaborate closely with CSX, CoE, GBS+, and Supply Chain teams to align priorities and effectively meet customer requirements.
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Support the implementation of organizational changes, projects, process improvements, pilots, and regional best practices.
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Identify and promote continuous improvement opportunities to increase operational efficiency, simplify workflows, and enhance service performance.
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Prioritize workload effectively and ensure activities are completed with a high level of productivity, quality, and timeliness, leveraging KPIs and performance reports to monitor results.
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Utilize SAP, Service Cloud, and other customer service tools to drive operational excellence, improve efficiency, and support ongoing system enhancements.
- Bachelor's degree in Business Administration, Supply Chain, Logistics, International Business, Engineering, or a related field.
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2+ years of experience in Customer Service, Order Management, Supply Chain, Logistics, or a similar operational environment.
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Experience working with ERP and CRM systems, preferably SAP and Service Cloud.
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Strong understanding of order-to-cash (O2C) processes, order fulfillment, and customer service operations.
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Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
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Strong analytical and problem-solving skills with attention to detail.
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Experience collaborating with cross-functional teams in a matrix organization.
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Proficiency in Microsoft Office applications, particularly Excel.
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Advanced English communication skills, both written and verbal.
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Customer-focused mindset with a continuous improvement approach.
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Ability to work independently while maintaining strong collaboration across teams.
- Modelo de trabajo híbrido con horario flexible y una política que permite trabajar desde cualquier lugar hasta 30 días al año
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Diversas oportunidades de crecimiento a nivel nacional e internacional
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Normas de bienestar global con programas de atención sanitaria y preventiva
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Permiso parental sin distinción de sexo durante un mínimo de 8 semanas
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Plan de Acciones para Empleados con inversión voluntaria y acciones de contrapartida de Henkel
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Beneficios Flexibles
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Vales de Restaurante
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Fondo de Ahorro
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Salir temprano los viernes
En Henkel venimos de una gran diversidad de trasfondos, perspectivas y experiencias vitales. Creemos que lo que hace únicos a todos nuestros empleados es el poder que llevamos dentro. ¡Pasa a formar parte del equipo y comparte tu singularidad con nosotros! Todas las solicitudes son bienvenidas, independientemente de los distintos géneros, orígenes, culturas, religiones, orientaciones sexuales, discapacidades y generaciones.
